Operation Manager (Call Center)

Job Description

Title: Operation Manager (Call Center)

Company Name: Leopard Calling Service Limited

Vacancy: Not specific

Job Location: Dhaka, Dhaka (Gulshan)

Employment Status: Full-time

Educational Requirements:
∎ Masters degree in any discipline, Bachelor degree in any discipline
∎ Skills Required: Call Centre Supervision Management, Callcenter, good managerial skill, Leadership, Outbound calls, telesales

Experience Requirements:
∎ 5 to 7 year(s)
∎ The applicants should have experience in the following area(s): BPO Industries, Business Process Outsources, Call Center, Customer Relationship Management (CRM), Outbound calls, telesales
∎ The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center

Job Responsibilities:
∎ Supervise the customer care team, prepare schedule, assign tasks to the team members.
∎ Ensure the best quality support by assessing work (chat, call and their ticket investigation) of the team members on a daily basis.
∎ Respond to customer service issues in a timely manner. In addition, he/she needs to ensure escalation, communication, and constant follow up with all relevant internal and external departments, including but not limited to customers, and provide feedback related to products' updates and services
∎ Collect data, analyze, and report to leadership.
∎ Mentor the team members, organize and support the continuous development of skills to train the new recruits in line with organizational culture and integral workflow.
∎ Initiate & lead new projects to improve the processes to provide better customer support.
∎ Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
∎ Maintain accurate records and document all customer service activities and discussions.
∎ Stay informed on the latest industry techniques and methods.
∎ Work closely with other departments as needed.

Additional Requirements:
∎ Both males and females are allowed to apply
∎ A minimum of 5-7 years' proven experience in customer service
∎ Should be customer focused.
∎ Outstanding proficiency in English and HINDI spoken & writing.
∎ Good understanding of management practices and techniques.
∎ Excellent leadership and interpersonal skills
∎ Good Presentation & Data analytics skills
∎ Should be Fluent in ENGLISH and HINDI language.
∎ Should be experience in leadership Management, Manager in call center , Outbound call BPO
∎ Experience in target oriented BPO process

Salary:
∎ Tk. 35000 - 40000 (Monthly)
∎ weekly Performance Bonus ( Based on Performance) Monthly Performance Bonus ( Based on Performance) *Need to Achieve targets as per process for weekly and Monthly Bonus

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 17 Oct 2021

Company Information:
∎ 25 Sep 2021
∎ Leopard Calling Service Limited
∎ Address : Plot no, 11 Rd No 113/A, Dhaka 1212
∎ Business : Call Center

Category: Customer Support/Call Centre

: 1. Candidates should be previously worked as Manager in BPO related services/ Outbound call Center 2. Should be fluent in HINDI and ENGLISH language and experience in Team Management3. Responsible for weekly/Monthly Targets